Accessible Customer Service Plan

Accessibility for Ontarians with Disabilities Act (AODA)

To improve accessibility for all Ontarians, business with at least one employee must comply with the first accessibility standard - customer service by January 1, 2012. The remaining standards will be implemented in stages over the next few years.

The act aims to make Ontario barrier-free by developing accessibility standards in five areas:

• Customer service,
• Employment,
• Information and communications,
• Transportation and,
• The built environment.

For more information, see the following web page:
www.e-laws.gov.on.ca/html/regs/english/elaws_regs_070429_e.htm

ETFO's Plan

The ETFO provincial office is committed to excellence in serving people with disabilities when visiting the provincial office or communicating with our staff.

ETFO has recently developed a new policy about providing goods and services to people with disabilities.

ETFO provincial staff received customer service accessibility training this fall that included:

• Review of the AODA and requirements of the customer service standard.
• How to interact and communicate with persons with various types of disabilities.
• How to interact with persons with disabilities who use an assistive device.
• How to interact with people with disabilities who require the assistance of a guide dog or other service animal.
• How to interact with people with disabilities who are accompanied by a support person.
• What to do if a person with a disability is having difficulty accessing ETFO's goods or services.
• Training on ETFO's policies, practices, and procedures relating to the provision of goods or services to people with disabilities.
• How to provide notices about any temporary disruptions in services.

Please send your feedback to Ruth Alam, Human Resources Manager, at ralam@etfo.org.

For further information, contact Adam Peer, Executive Assistant, Equity and Women's Services at apeer@etfo.org.

You can visit the Ministry of Community and Social Services website for further information about the Act.